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Exchange / Returns

Samples
To minimize dissatisfaction with the choice of colour or chosen product, it is highly recommended that you should purchase samples prior to purchasing tiles. Click 'add to samples' to the cart and they only cost $1 for one. An average sample will come in 100x100mm piece unless stated otherwise. 

Inspection of Goods
You or your representative must inspect any tile product upon delivery and before laying it down. You must promptly notify FINN Tiles as soon as possible when any problems are dissatisfaction with the product delivered arises so that returns can be processed smoothly within 14 days of notifying. Optical hazing is an inherent characteristic of all polished porcelain products and such claims will not be accepted.

Prior to Laying of Tiles
The tiler under management and homeowner must check the batch of tiles picked up or delivered to the site are of correct quantity, colour and size as selected. Inspect the tiles for any defects and ensure that there are enough tiles on site for the project. If not, order more of the same batch before any work commences. Mix tiles from several boxes to ensure blending of any inherent shade variation.

During Laying of Tiles

Mix tiles form several boxes to allow blending of any subtle inherent shade variation. Always clean any adhesive, grout and wax from the surface of the tiles. Ensure that the tiles are laid in accordance with the recognized industry standards.

Returns Policy
If you are dissatisfied with the product for aesthetic reasons, you must notify FINN Tiles as soon as possible in order to receive a full credit of purchase price and return of the product before installment. If there are any concerns regarding quality, size, colour and shade variation of the batch on site, the tiles must NOT be laid so that a full returns can be filed. If a defect is discovered while the tiles are being laid, work must STOP immediately. We do not accept partial returns for refund so it is under responsibility of tiler and homeowner to check all tiles before fixing them.

Once the product is laid down and installed, it must not be returned under any circumstances, thus making it void and null for refund. We will not accept any claims for replacement, repair, compensation and reimbursement once the tiles have been laid down and installed, as you are accepting the product without recourse. If the claim is for defects, size, variation in shade or any other fault, it should have been clear before the laying of tiles. 

You will be required to pay for the returns delivery fee to the warehouse, please contact our Customer Service for return shipping instructions. We will reimburse shipping costs from initial order (not return delivery fee). We will be able organize a third-party delivery for returns under your payment. No returns are allowed on discontinued or special discounted goods. 

Any return shipping costs are under sole responsibility of the customer. Once our distribution center has received the product, allow up to 72 hours to process the return. FINN Tiles will then issue the customer the refund for the returned product based on the original form of payment. A refund will be issued for full boxes of current tiles returned in good box condition within 30 days of the product was received. FINN Tiles also have the right to reject returns if the product received is has not met the conditions fully above.

All returns and exchange must be for entire quantity of tiles from initial order. All returns and exchange will incur 30% handling fee. Any partial returns, spares and wastage will be not accepted for refund.

Exchange Policy
If there are any concerns regarding quality of tiles supplied, we will happily exchange them if they are both in good box condition and all tiles from initial order are returned. This will incur 30% handling fee.

How to Complete Your Return

1. Within 7 days of your order delivery, please notify FINN Tiles as soon as possible to obtain a Return Slip at info@finntiles.com.au
2. You will be required to pay for the returns delivery fee to the warehouse, in which the product must be unboxed (or partially to opening first batch) and in good condition within 30 days of your Return Slip issue date. No partial returns will be accepted.
3. Upon acceptance of the merchandise in our warehouse for return, we will process your refund in approximately 7 business days with 30% handling fee deduction, at which time you will be notified by email. Please contact your credit card issuer to confirm when your refund will be issued back to your card.

We reserve the right to reject any return/exchange that does not comply with the conditions above so please read carefully as above.
 
Cancellation
Orders cancelled prior to shipping and not in transit can be cancelled without penalty. Please contact our Customer Service at info@finntiles.com.au immediately if your order needs to be cancelled. Once we have set the shipment with our third-party shipping company and is loaded and en route to delivery address, we cannot process a cancellation and a return must be filed instead.